A tailored course, built for your situation
Mastering ISO 20000 for Principal Technical Consultants in Global IT Infrastructure
Turn service management expertise into recognized leadership across complex environments
$199 one-time
24-hour access provisioning
30-day money-back guarantee
Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
Being bypassed on critical service delivery decisions despite deep technical expertise
The situation this course is for
Skilled practitioners often stay below the line when cross-functional service issues arise, even though their insight could resolve conflicts quickly. Without formal recognition as the go-to source, influence defaults to hierarchy, not expertise.
Who this is for
Senior technical consultant with 15+ years in IT infrastructure, focused on service delivery frameworks within regulated or government-aligned environments
Who this is not for
Entry-level IT support staff, software developers without infrastructure responsibilities, or managers lacking hands-on service design experience
What you walk away with
- Own the service transition package from design through sign-off
- Become the default reviewer for service incident escalations
- Produce audit-ready documentation in under two review cycles
- Lead cross-functional alignment on service level agreements
- Build a repeatable methodology for service continuity planning
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 Scope and Applicability
Define which systems, teams, and services fall under ISO 20000 compliance based on contractual and operational boundaries. Learn how to map existing infrastructure to the standard’s service lifecycle model.
12 chapters in this module
- Service lifecycle overview
- Defining service scope
- Identifying service owners
- Mapping legacy systems
- Contractual obligations review
- Exclusion justification
- Stakeholder alignment
- Boundary documentation
- Version control process
- Audit trail setup
- Internal sign-off workflow
- Change notification protocol
Module 2. Service Management Policy Development
Build a compliant and enforceable service management policy aligned with ISO 20000 requirements, tailored to hybrid delivery models common in government IT contracts.
12 chapters in this module
- Policy framework design
- Leadership endorsement process
- Regulatory alignment check
- Policy distribution method
- Staff awareness planning
- Compliance monitoring
- Review cycle definition
- Amendment procedures
- Integration with security policy
- Third-party alignment
- Document retention rules
- Policy exception handling
Module 3. Service Design and Transition Planning
Structure service design outputs that meet ISO 20000 audit thresholds, including change evaluation, risk assessment, and handover protocols for technical teams.
12 chapters in this module
- Design package components
- Change impact analysis
- Risk register setup
- Stakeholder consultation
- Service catalog entry
- Capacity planning input
- Availability modelling
- Security integration
- Transition checklist
- Backout planning
- Knowledge transfer
- Post-implementation review
Module 4. Incident and Problem Management Setup
Configure incident response workflows that satisfy ISO 20000 requirements while maintaining agility across distributed technical teams.
12 chapters in this module
- Incident classification
- Urgency and impact matrix
- Escalation paths
- Major incident protocol
- Root cause analysis method
- Problem record maintenance
- Workaround documentation
- Known error database
- SLA tracking method
- Reporting frequency
- Trend analysis
- Prevention planning
Module 5. Configuration and Asset Management
Establish a reliable configuration management database aligned with ISO 20000, including asset tracking, relationship mapping, and audit readiness.
12 chapters in this module
- CMDB scope definition
- Asset classification
- Relationship mapping
- Data ownership rules
- Automated discovery
- Manual entry protocol
- Baseline creation
- Change tracking
- Version history
- Integrity checks
- Reconciliation cycle
- Audit preparation
Module 6. Service Level Agreement Development
Craft enforceable, audit-ready SLAs that balance operational reality with contractual expectations in regulated environments.
12 chapters in this module
- Service target definition
- Performance metrics
- Monitoring tools setup
- Reporting format
- Review meetings schedule
- Penalty clauses review
- Customer consultation
- Third-party commitments
- Uptime calculations
- Exception logging
- Continuous improvement input
- Renewal triggers
Module 7. Change Management Process Design
Implement a change evaluation and approval workflow that meets ISO 20000 standards while supporting rapid deployment cycles.
12 chapters in this module
- Change types classification
- Standard change criteria
- Emergency change protocol
- RFC submission process
- Approval authority matrix
- CAB meeting structure
- Post-implementation review
- Failed change logging
- Risk scoring model
- Backout validation
- Change calendar
- Audit trail setup
Module 8. Service Continuity and Availability Planning
Develop resilient service continuity plans that meet ISO 20000 benchmarks and support critical infrastructure uptime.
12 chapters in this module
- Critical service identification
- Recovery time objectives
- Resource mapping
- Failover testing
- Documentation storage
- Stakeholder notification
- External provider coordination
- Test frequency
- Outcome validation
- Update triggers
- Escalation pathways
- Regulatory alignment
Module 9. Supplier Management Framework
Govern third-party service providers according to ISO 20000 requirements, with clear performance tracking and escalation paths.
12 chapters in this module
- Supplier categorization
- Contract review process
- Performance monitoring
- SLA alignment
- Audit rights clause
- Risk assessment
- Onboarding workflow
- Exit planning
- Communication protocols
- Dispute resolution
- Improvement initiatives
- Renewal evaluation
Module 10. Internal Audit and Compliance Monitoring
Prepare for and lead internal audits using ISO 20000 checklists and evidence collection workflows tailored to technical delivery teams.
12 chapters in this module
- Audit scope definition
- Checklist creation
- Evidence collection
- Interview preparation
- Nonconformance logging
- Corrective action tracking
- Trend analysis
- Reporting format
- Follow-up timing
- Management review input
- External auditor prep
- Audit calendar
Module 11. Continuous Service Improvement
Embed feedback loops and improvement cycles that align with ISO 20000’s CSI model and deliver tangible gains in service delivery.
12 chapters in this module
- CSI register setup
- Data collection method
- Trend identification
- Improvement prioritization
- Cost-benefit analysis
- Implementation planning
- Stakeholder feedback
- Success metrics
- Progress tracking
- Barrier removal
- Knowledge sharing
- Review cycle
Module 12. Stakeholder Communication and Leadership
Position yourself as the authoritative voice on service management through clear, confident communication across technical and non-technical audiences.
12 chapters in this module
- Audience segmentation
- Message tailoring
- Reporting rhythm
- Executive summary
- Risk communication
- Crisis messaging
- Vendor alignment
- Team briefing
- Feedback mechanisms
- Influence tactics
- Visibility opportunities
- Thought leadership
How this maps to your situation
- Implementing ISO 20000 in government IT environments
- Leading service transitions under compliance mandates
- Managing cross-functional incident resolution
- Establishing credibility across technical and operational teams
Before vs. after
Before
Service management decisions are made without your input, even when they impact your designs.
After
Teams proactively seek your review before finalizing service changes, knowing your input prevents downstream rework.
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters)
- Downloadable templates and worked examples for every module
- Hand-built implementation playbook delivered alongside course access
- 30-day money-back guarantee
Delivery and format
- Course and learning environment access provisioned within 24 hours of purchase
- Hand-built implementation playbook delivered alongside course access
Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.
Time investment: Approximately 3 hours per module, designed for completion within 8 weeks with spaced learning.
If nothing changes
Remaining invisible on cross-functional calls means missed opportunities to shape service architecture and reduced influence on compliance-critical decisions.
How this compares to the alternatives
Unlike generic ITIL training, this course focuses exclusively on ISO 20000 implementation in technical delivery environments, with concrete artefacts and decision-level workflows relevant to senior practitioners.
Frequently asked
Is this course relevant if my organization uses ITIL?
Yes, ISO 20000 is based on ITIL principles but requires formal compliance. This course bridges hands-on ITIL experience to auditable ISO 20000 outcomes.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I access the materials after completion?
Yes, lifetime access is included with purchase.
$199 one-time. Approximately 3 hours per module, designed for completion within 8 weeks with spaced learning..
Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.
30-day money-back guarantee·
144 chapters·
Hand-built playbook included·
Account access within 24 hours